There are two methods to refer the conversation from the virtual assistant to a human advisor, and you will implement them according to your company's strategy, flow and schedule:
- Synchronous derivation: the conversation is transferred to receive immediate response and treatment by a person of your team, according to the referral issue to the different existing care groups.
- Asynchronous derivation: if a user needs to be referred to an advisor after hours, the bot will inform him/her in an automatic standard message and will simultaneously ask if he/she wants to wait until an agent is available again
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The reasons why a conversation effectively reaches an advisor on your team may be:
- By behavior: you configure each case from the derivation rules of the channel Here you have more info.
- Evasive: when the virtual assistant does not find an answer to the query, it returns an evasive. Consecutive evasions may be a reason for referral.
- Negative feedback: if the client rates negative feedback consecutively it may mean that he/she requires second level attention and this may be another reason for the session to be transferred.
- Equal answers: if the bot gives consecutive equal answers to different interactions, it can be understood that it is not understanding the query correctly, so the session ends up being derived.
- By response: are those queries that you define at the beginning that must be attended by a representative, based on some business need. For example, to close a sale, give support to a claim, etc. You activate it by incorporating the referral add-on in the response of the appropriate issue to be referred to an advisor.